Returns & Refunds

Last updated: June 2025

Eligibility for Returns

We accept returns within 7 days of delivery for:

• Damaged or defective products
• Incorrect items delivered
• Products that have not been opened or tampered with

Prescription medicines, cold-chain products, and opened packages cannot be returned due to safety and regulatory requirements.

How to Initiate a Return

Contact us within 7 days at customercare@firstassurance.co.ke with your order number and a description (and photos if applicable) of the issue. Our team will arrange collection from your address.

Refund Process

Approved returns are credited back to your First Assurance cover within 5–7 business days. Wallet credits (loyalty points) are refunded within 24 hours.

Exchanges

If you received the wrong item, we will dispatch the correct product at no additional cost once the return is confirmed.

Contact

Questions? Email customercare@firstassurance.co.ke or call 0709 544 000.